It is cliché that the little things you do make the difference with your customer, but it is true.
I read a story the other day by author Mac Anderson about a grocery store “bagger” (or a box-boy as I grew up calling them), who had devised an idea to make his customers happy. Much like a fortune cookie, he would drop a small piece of paper with positive or happy quote in each customer’s grocery bag as they left the store. On the back of the note was his name.
This special touch went on for a few months before the store manager discovered it; the manager noticed that the line for the register where the special bagger worked was always longer. As it turns out, customers wanted to get their special quote of the day even if it took a few minutes longer. By the way, it is worth noting that the bagger had “Downs Syndrome”.
The quote was a small act of kindness, but it made a difference. It made me think of the ways that others have made me happy or made me feel special. One that came to mind is my Pharmacist at Rite-Aid named Anna. Although Anna must fulfill prescriptions for hundreds of different customers every week, she always greets me with, “Hi John.” Candidly, I don’t go to the pharmacy that often, yet she always remembers not only my name, but also the names of my wife and kids. I cannot tell you how she does this memorization, but I will say it does make me feel special. And, I always look for her when I go into the store.
Another special touch came from my Dentist “Dave”. The other day I had a crown on one of my molars come loose just prior to a week-long business trip. Schedules would not allow me to get into the dental office that day, so I agreed to keep the crown and go in to see him when I got back from my trip. About an hour later there was a knock at my door and there was my dentist. He had a major appointment cancel, so he jumped into his car and drove to my house with his dental instruments and glue. He popped the crown back in my mouth and I went on my business trip with smile.
What can you do to make a difference?
John Bradley Jackson
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